Download Jane Jolly and Jack Marhoney`s PowerPoint

ADCARE OUTPATIENT
SERVICES of WORCESTER
Support for This Project Was Provided by NIATx
Through a Grant From the National Institute on Drug
Abuse.
Evaluating same day service –
How did AdCare Hospital do it?
Jane Jolly
Director of Outpatient Operations
Jack Marhoney
Community Service Representative
AdCare Hospital of Worcester
Worcester, Massachusetts
AIM (Our Field of Dreams)
• Respond quickly to
request for help.
• Decrease wait time to
appointment.
• Increase show rates
to assessments.
• Increase new patient
volume.
How We Planned To Do This
• The 5 key principles
• A multi-disciplinary team
• A systematic approach
1.
2.
3.
4.
5.
Define the problem
Generate solutions
Implement solutions
Evaluate solutions
Repeat the four steps above
until the problem is solved
The Key Principles
• Understand the
patient
• Keep the CEO
happy
• Pick a strong
change leader
• Be innovative
• Test the results
What We Knew What We Wanted
Percent Clients That Show
Show Rates in Relation to Wait Time
100
80
60
40
20
0
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22
Days From Call To Appointment
• Same day service helps
an organization to…
• Respond immediately to
clients who are seeking
treatment.
• Increase client
participation in
treatment.
• Eliminate no-shows
with walk-in hours.
The Team And Their Ideas
• Brainstorming (NGT).
• Maximize access by
redesigning systems to
offer open access.
• Redeploy clinical staff.
• Streamline scheduling.
• Reduce paperwork.
• Automate system.
RESULTS (Study)
90
Pre
80
Post
70
60
50
Pre
Post
40
Wait Time
(days)
7.67 1.37
Show Rate 63% 85%
30
20
10
0
Wait Time
Show Rate
The Business Case
Pre
Post
400
350
Intakes
157
207
Units of 3080 3519
Service
Increase $$$$ 14%
Revenue
300
250
Pre
Post
200
150
100
50
0
Intakes
Units
NEXT STEPS (Act)
• Measured
conversions from
assessment to
treatment.
• Re-captured clients
that do not convert
from assessment.
You May Not Always Get It Right the First Time
•35% did not show
for first session.
•Created tracking
system and reengaged 75% of
clients.
•2200 additional
units of service.
WIN WIN FOR ALL INVOLVED!!!
•Increased business
•Made CFO happy
•Positive ripple
effect for patient,
their families and the
community at large.